Excange·Return Management
  • 12 Aug 2022
  • 5 Minutes to read
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Excange·Return Management

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View the customer's claim in detail and process it from ORDERS > Physical Product Orders > Exchanges/Returns.

Exchange/Return Management


  • Click the [Request], [In Progress], [Completed], or [Reject] button to view the corresponding claims.
  • You may also filter [Exchange] and [Return] claims.
    • You can view orders related to exchanges and returns through the order number, claim number, or member's e-mail address. You may also search the period or shipping type as needed.
    • The order history can be found on the order list area in newest order.
    • Click the claim number to view all details, including the return details, refund information, claim shipping information, history, etc.
  • Click the order number to see details including the payment information, shipping information, claim information, history, etc. Click the e-mail address to go to a page that shows the member's details.



▶  How to Process Exchanges 

  • On b.stage, customers can only request an exchange for the following reasons.
    • Product damaged/defective
    • Missing product/Incorrectly shipped
  • Customers cannot request an exchange due to a simple change of mind. If they make a request, they may be asked to return the item and re-purchase it.
  • Click the claim number with an exchange request from a customer to see the exchange details, claim shipping information, history, etc.

[Rejecting Exchanges]

  • You may check the exchange details and reject the requested exchange.
  1. Click [Reject] for the exchange.
  2. Select the reason for rejecting the exchange, and write the detailed reason.
  3. You may write a management memo in the processing reason field in [Management Information] if needed. It will not be shown to the customer.
  4. After double-checking everything, click [Reject Exchange] and the request will be rejected.

[Approving Exchanges]

  • Check the exchange details and click [Approve] to process the return and ship out a new product.
  1.   Check the photo that was attached by the customer when making their exchange request, and determine whether or not to accept the exchange. Click the photo to enlarge it.

  2.  If it is eligible for an exchange, click [Approve].
  3. Select the exchange method from the following 3 options: [Request Collection], [Request Collection and Enter Invoice], or [Process Exchange Without Collection].
    • If necessary, click [Change] on the right to change the collection address or exchange shipping address.
    • Please check if the customer has requested an address change before proceeding.
    • Please note that only the Admin can change the address. The customer cannot change the address when requesting an exchange. 
    • Please check if there are any requests through the exchange reason or 1:1 inquiry before proceeding.


       
  4. You may write a management memo related to the exchange in the management information field.
  5. After double-checking all the exchange details, click the [Approve Exchange] button and the exchange will be approved. 

[Processing Product Collections for Exchanges]

  • After checking if the product has been collected for exchange, you may proceed with sending out a new shipment.

    If the collected product does not match the exchange reason, you may [Reject] it.

  • To reject, you must first [Mark as collected].
    • While the exchange is in the [Collection requested] status, you can click [Register/Edit Collection Invoice] and enter the invoice number.
    • In addition, if you have already entered the invoice number or if you are processing the collection without an invoice number, click [Mark as completed] to update the status.
    • Since the Admin account is not connected with the distributor, please manage and enter the invoice number manually.
    • When the product is collected for exchange, click [Mark as collected] to complete the collection process.


[Shipping a New Product]

  •  After clicking [Mark as collected], you may send a new product to the customer.
    • Click [Preparing to release] from the Exchange/Return details page to start the shipping process.
    • Once collection begins after clicking [Preparing to release], you cannot change the exchange shipping address.
  •  If it is necessary to change the exchange shipping address, please click [Edit Exchange Shipping Address] before collection and then change the information.

  • Click [Register/Request shipping invoice] to [Select package courier] for the released product and enter the [Invoice number].

  • Once the new product is shipped to the customer, click [Delivered] to complete the exchange process.

  • If the Admin changes the status to [Delivered], the exchange process will be completed, and [Exchange Complete] will be shown to the customer.

▶ How to Process Returns

  • Click the claim number with a return request from a customer to see the return details, refund information, claim shipping information, history, etc.


[Rejecting Returns]

You may check the return details and reject the requested returns.

  1. Click [Reject] for the return.
  2. Select a reason for refusal of return and write a detailed reason. The reason is information displayed to the customer, so it is recommended to write it after confirming the customer's language.

  3. If you need a management memo, write it in the reason for processing in [Management Information], and it will not be exposed to customers.

  4. After checking all the details, if you finally click [Reject Return], the application will be rejected.


[Approving Returns]

You may check the return details and click [Approve] to process the return.

  1. Check the photo that was attached by the customer when making their return request, and determine whether or not to accept the return. Click the photo to enlarge it.

  2.  If it is eligible for a return, click [Approve].
  3. Select the return method from the following 3 options: [Request Collection], [Request Collection and Enter Invoice], or [Process Return Without Collection].
    • [Request Collection]: Used when you want to request a collection for the return claim.
    • [Request Collection and Enter Invoice]: Used when the Admin registers the return manually by selecting the product to return. When you enter the package courier and invoice information for the product to be collected, the return collection process will begin.
    • [Refund Without Collection]: Used when you want to process a refund without collecting the product.
    • Please select the collection information, click the checkbox at the bottom, and click [Approve Return].

    •  If you need to change the collection address, click [Change] on the right to change the collection address.
    • Please check if the customer has requested an address change before proceeding.
    • Please note that only the Admin can change the address. The customer cannot change the address when requesting a return. Please check if there are any requests through the return reason or 1:1 inquiry before proceeding.
  4. When processing a return, if the shipping fee must be deducted, please enter the amount to deduct from the refund amount in the [Return Shipping Fee] field.


  5. You may write a management memo related to the return in the management information field.
  6. After double-checking all the return details, click the [Approve Return] button and the return will be approved.

[Processing Product Collections for Returns]

  • After checking the collection of the returned product, you may proceed with issuing a refund.

  • If the collected product does not match the return reason, you may [Reject] it.

  • To reject, you must first [Mark as collected]
  • While the exchange is in the [Collection requested] status, you can click [Register/Edit Collection Invoice] and enter the invoice number.
  • In addition, if you have already entered the invoice number or if you are processing the collection without an invoice number, click [Mark as completed] to update the status.
  • Since the Admin account is not connected with the distributor, please manage and enter the invoice number manually.
  • When the returned product is collected, click [Mark as collected] to complete the collection process.

[Processing Refunds for Returned Products]

  • After clicking [Mark as collected], you may proceed with issuing a refund.
  • Click [Process Refund] and check the estimated refund amount.
  • After double-checking the return details, proceed with [Process Refund].
  • When [Process Refund] is completed, [Returned] will be shown to the customer.

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